Building an understanding of access to grievance-handling and labour dispute resolution mechanisms for platform workers in India

In recent years, platform work in India has emerged from the fringes to occupy a central place in the national employment landscape. However, work, whether organized or informal, traditional or digital, is rarely devoid of grievances. For platform workers, these concerns are often compounded by various complexities including access to effective grievance redressal mechanisms.

This study sought to generate nuanced, evidence-based insights into the grievance redressal ecosystem available to platform workers in India. Focusing on six major cities—Ahmedabad, Bengaluru, Delhi, Hyderabad, Mumbai and Thiruvananthapuram—and three key sectors—ride-hailing, delivery and home-based services—the study examines existing grievance-handling and labour dispute resolution mechanisms, their accessibility and effectiveness, and the lived experiences of workers seeking redress.